Key Metrics

Response time for 90% of Web requests to the PyPE execution server: <2 seconds

Requests per second for the PyPE execution server: Up to 75

Availability of the PyPE Batch execution environment: 98.62%

Overview

This document defines the service level agreement for Python Production Environment (PyPE).

Service description

The Production Python Environment (PyPE) service consists of a set of tools and servers that enable the development and delivery of Python and Django applications in a centrally hosted environment. Features include:

A set of desktop client tools to enable desktop Python/Django development and testing on local developer workstations. These tools consist of third-party installers for Python, Java and Subversion clients, and locally developed tools for installing Django, Python broker libraries, and Stunnel to secure connections from developer workstations to the broker server.

A deployment server to manage and deploy Python/Django projects from UTForge to production and staging servers and to manage group authorizations for projects.

Python/Django execution environments for TEST, QUAL, BETA, and PROD. The TEST environment is only available from hosts within the utexas.edu domain or off-campus hosts connecting via a VPN.

Intended users

Python Production Environment (PyPE) can be used by staff.

Supported computing environment

The PyPE client tools are supported on the following platforms:

Windows XP, Windows Vista, and Windows 7.

Intel-based Macs running Mac OS X 10.5 or 10.6.

Linux (RedHat Enterprise Linux 5 and Ubuntu 10.04 and 10.10).

The PyPE Deployment Server is browser-based and supports Firefox, Safari, and Internet Explorer.

The PyPE Service depends upon many externally provided applications, frameworks, and libraries. As these externally provided tools release new versions, their development teams will discontinue support for older versions. This in turn will have an impact on the PyPE service. The PyPE administrators will make all attempts to notify the campus user community a minimum of nine months before discontinuing support for a version of the PyPE environment used at the university. In circumstances where support must be discontinued for a version because of security issues, nine months' notice of discontinued support may not be possible.

Given historical activity in the Python and Django communities, a default lifecycle of 18-24 months is anticipated for a supported PyPE version. The PyPE system supports multiple concurrent versions, and allows ready deployment of an application under different versions, to facilitate the safe transition of applications to an updated environment.

Technical support

Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.

Tier 1 and Tier 2

Tier 1 and Tier 2 support for the PyPE client tools, PyPE deployment tools, and the PyPE execution environments (utdirect/dpdev1/beta.dp/qual.its) is provided by ITS Applications via the pype-admin@utlists.utexas.edu list.

Special Support

Support for issues related to the operating system, storage, or network connectivity to the execution environments is provided by ITS Systems, issues must be escalated from Tier 2.

Maintenance

ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.

Scheduled maintenance

Scheduled maintenance occurs on the fourth Sunday of each month from 9 to 10 p.m. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

Unscheduled maintenance

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.